Customer Service Team Lead

6 days ago


Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

We are seeking an exceptional Customer Service Team Lead to join our team at Recruitment Dynamix. As a seasoned leader, you will be responsible for overseeing the performance of our sales call centre agents and driving business growth through strategic planning and execution.

About the Role

In this pivotal role, you will be accountable for managing daily operations, setting targets for agents, and scheduling shift patterns. You must possess excellent communication skills, both written and verbal, to effectively convey product knowledge, procedures, and guidelines to your team. Additionally, you will be expected to monitor all calls to ensure adherence to quality standards and facilitate training sessions for agents.

Your key responsibilities will include:

  • Running and managing the call centre daily
  • Setting targets for all Call Centre Agents
  • Scheduling and organizing shift patterns for agents
  • Understanding the organization's products, services, procedures, and guidelines
  • Communicating these to team leaders
  • Monitoring all calls to ensure due procedures and quality standards are strictly adhered to
  • Facilitating and organizing training sessions for all agents
  • Submitting regular reports to management
  • Seeking new ideas and strategies to improve the performance of the call centre
Requirements

To be successful in this role, you will require:

  • 2 years' experience as a Team Leader
  • Higher Certificate/Grade 12
  • Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products
  • Self-driven and positive attitude
  • Able to multi-task and work under pressure
  • Relationship building and strong communication skills
  • Must be shift flexible including weekends
Estimated Salary

The estimated salary for this role is approximately R15,000 per month, plus commission, making it a lucrative opportunity for experienced professionals.

Join us in delivering exceptional customer service and contributing to the success of Recruitment Dynamix



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